Customer Charter & Customer Service Standards

Customer Charter & Customer Service Standards

Inspired to Achieve is a subsidiary of Yarlington Housing Group and deliver employability contracts for:

• Residents of Yarlington Housing and Taunton Deane Borough Council • Unemployed or economically inactive people who are 18+.

Our aim is to provide a high quality information, advice, guidance and support service to empower people to fulfil their full potential and progress into employment. Our core values are:

• Dedication – we are dedicated to what we do and go that extra mile for our customers • Innovation – we are always looking for and remaining open to new ways of working to ensure we deliver the best service for our customers • Passion – we are passionate about what we do as the outcomes of our work make a difference to people’s lives • Collaboration – we work collaboratively to ensure a joined up approach to planning and service delivery and to access the specialist provision for our customers.

CUSTOMER CHARTER

Who we are and what we do

Our key role is to support and advise unemployed, economically inactive or under employed people who wish to gain employment or further their employability skills. We offer a range of Funded, which allows for free and accessible services to residents of Yarlington Housing and Taunton Deane Borough Council and unemployed or economically inactive people who are 18+ living in Somerset. Our service can be accessed at Yarlington Housing in Yeovil and from a range of outreach venues across Somerset. Full list of venues can be found on our website - click here

Inspired to Achieve has a team of dedicated, passionate, innovative and motivated Employment Coaches who provide a free high quality Information, Advice and Guidance (IAG) service to empower people to achieve their full potential and move into education, training or employment. Our staff are highly experienced and qualified to deliver information, advice and guidance services to people and uphold our commitment to equality of opportunity at all times.

We work in partnership with many other organisations including Jobcentre Plus, National Careers Service, Employers, Citizen Advice, MIND and other services to ensure our service users can access vacancies, services and funding available. We also work with colleges and Training Providers to source a variety of training opportunities. We refer individuals to specialist agencies for specific advice and support e.g. for issues regarding housing, health, debt etc. People wishing to access our service can contact us via:-

Clients will be contacted by an Employment Coach within 5 working days and offered an appointment within 10 working days.

We welcome any Comments, Compliments or Complaints (CCC) and our staff can provide people with information on how to make a CCC. (Further information can be on how to make a CCC is available in the Customer Service Standards section).

We continually strive to improve our services and we review and evaluate our effectiveness by follow-up questionnaires. Feedback from the questionnaires is provided regularly.

OUR COMMITMENT TO OUR CUSTOMERS

Services for Individuals – What You Can Expect From Us

Polite, professional and helpful staff who provide impartial and independent information, advice and guidance on all aspects of education, training and employment and specialist services in an informal, comfortable environment

All information you provide to us is treated in strictest confidence and kept securely in compliance with the data protection act

Information held will not be passed to third parties without your consent

A response to your request to access the service within 5 working days and an appointment within 10 working days of your initial enquiry

One to one appointments with Employment Coaches that are confidential (unless disclosures that evoke our safeguarding policies are made) and tailored to meet your needs

Clear, accurate and up to date information (which we make available in a range of formats and languages upon request)

Up to date information on local vacancies and labour market information

We monitor our performance against these standards and annually review the quality and delivery of our service.

We will:

Provide a telephone message service 24 hours a day, 7 days a week

Be prepared and ready on time for your appointment and deal with you politely

Wear a name badge at all times

Offer you a private interview room (where this is not available we will advise you)

Make an appointment with you within 5 working days of contacting you

Contact you immediately if we have to change or amend your appointment

Be sensitive to your needs and not discriminate against customers as per our Equality & Diversity policy

Respond to your complaints letters or emails within the timescales set out in our Comments, Compliments and Complaints Procedure. You can obtain a copy by contacting us on 01935 404075 or email employment@inspiredtoachieve.co.uk

We will assess these standards by:

Inviting you to monitor areas of our performance through our feedback questionnaires

Reviewing and analysing your feedback on our services

Monitoring comments and complaints and learning from them.

We will encourage customers to monitor our service and provide feedback by:

Involving you in service reviews and customer satisfaction surveys

Keeping you informed about what we are doing in a variety ways including our website

Developing new ideas and improving our services (where feasible) based on your feedback and good practice.

Seriously - have you seen how many #jobs we have available right now! https://t.co/zkQtMYYWas Come and join us @yarlingtonhg there's never been a better time (and I've been here nearly 20 years!) #somethingforeveryone